Understanding the business realities: An interview technique which can visualize the job problems

Abstract

We have developed the Customer Satisfaction (CS) Gap interview and analysis method. This method is based on ethno-cognitive interview and analysis method which is a method to grasp the business reality. For using this method, we tried that it was applicable in visualization in gap and an analysis of consciousness of customer satisfaction between receiving services and offering services. We interviewed six people and the time required about per 1 person for 1.5hours.We carried out it both Service recipient side that felt law customer satisfaction and service provided (that is ourselves). As a result there is a clear difference in the value of the CS, we are able to catch CS gap structurally. © 2011 Springer-Verlag Berlin Heidelberg.